Manager, Service Representatives

Tasks and Responsibilities
Performance Management: Conducts bi-weekly check-ins, quarterly performance evaluations, and annual performance reviews. Conducts bi-monthly regional and bi-monthly team meetings. This includes but is not limited to process and procedure updates and operational support. Evaluates and monitors monthly metrics reports for each NSR staffed location. Reviews NSR site schedules to ensure appropriate flight coverage for the business needs while helping employees achieve work/life balance. Provides guidance, support and leadership to team members.
Standardization / Site Visits: Conducts one scheduled and one unannounced site visit for their locations yearly. This includes a review of Safety & Appearance Standards, Service Skills, Communication Skills, Pre-/Post- Trip Processes, Operational Intelligence, and Flight Coverage.
Relationship Management: Provides vendor management support for teams, communicating with the vendors and internal partners to mitigate conflict. Collaborates with various partner departments to ensure teams’ needs are being met (i.e. working on status of furniture/facility updates, onboard enhancements, exceptional experiences). Assumes responsibility for escalated issues with the goal of resolution. Escalates to Leadership as appropriate.
Recognition: Seeks to positively recognize employees both personally and publicly by acknowledging outstanding work. This will be done by individual / team recognition, peer-to-peer recognition, positive communication in team meetings and ensuring the Service Representative department is supported at all times.